About Northern Trust: Northern Trust is a globally recognized, award-winning financial institution with over 130 years of financial experience. We serve the world's most sophisticated clients using leading technology and exceptional service.
Role/ Department
Reporting to the Client Services Team Manager, Ireland, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client SLD in relation to Transfer Agency.
Key Responsibilities:
* Manage functional teams; coordinate work, communication, and issue resolution activities.
* Work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.
* Maintain Client Service levels for dedicated clients by ensuring timely and accurate delivery of information and work products.
* Provide technical expertise for the development of new TA Products and develop SLD's with your clients for the take on of these new products and services.
* Participate in client due diligence visits.
* Oversee the timely completion and publication of monthly reporting, including calculating KPI levels and reviewing monthly reporting packs.
* Vet incident reports prior to release to RM's/Clients and ensure all items are added to the daily client incident log.
* Work with internal departments to evaluate and implement changes in proposed new regulations and ensure that all current requirements are met.
* Maintain operating procedures to enhance the client experience and maintain service quality.
* Manage client issues, ensuring appropriate resolution, and liaise with Global, Relationship Managers, and other Operational Managers to provide a seamless service.
* Liaise with clients regarding Service Level Agreements and be responsible for all client-facing documentation and presentations.
* Consult on effective ways to meet client needs or appropriate methods to resolve errors.
* Educate Partner and Client interactions in a prompt and professional manner at all times.
* Demonstrate Client servicing skills in all interactions and maintain a positive demeanor.
* Evaluate and escalate items to functional team leaders, Manager, CSDM, or RM as necessary.
* Act as an escalation point to Operations and the Fund Service Centre and escalate issues to management as necessary.
* Respond to incoming enquiries accurately, completely, and in a timely manner.
* Perform trend analysis, resolve exceptions, document issues and resolutions, and communicate and escalate issues to management as necessary.
* Be proactive in communication with Clients, providing suggestions for operational efficiencies, process improvements, and customer experience enhancements.
* Coordinate all interaction with clients or their nominated representatives.
Skills/ Qualifications:
* A degree in a relevant discipline.
* Experience in a client-focused role gained in the financial services or banking industry.
* Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration, or banking experience will be considered.
* Previous experience with people management (though this will be an individual contributor role) and change management skills desirable.
* A track record of building and maintaining strong client relationships.
* Transfer Agency Industry and Regulatory knowledge strongly preferred.
* Effective verbal reasoning and numeric skills required.
* Good keyboard skills and ability to learn systems used within the business required.
* The ability to work under pressure meeting challenging deadlines.
* The ability to review and resolve complex issues in a timely manner.
* The ability to build relationships with relevant stakeholders.